Starting today, the Division of Information Technology (DoIT) is directing faculty to the DoIT Help Desk to resolve basic (tier 1) Blackboard issues or escalate to DoIT's Instructional Technology & New Media group. Presidium Learning will continue to support basic (tier 1) student Blackboard issues, excluding DoIT's auto-enrollment and auto-course creation processes, which are unique to UMBC.
Generally speaking, tier 1 IT support refers to basic but frequent end user support (e.g., forgotten passwords), tier 2 refers to less frequent but more advanced application support (e.g., how to export/import a course or use the grade center), and tier 3 refers to a handful of back end, but high impact system administration issues (e.g., server is down).
Posted: August 23, 2010, 3:47 PM